User Support Lead

Cheshire West and Chester Council is a place where everyone can Thrive – through our core values of Teamwork, Honesty, Respect, Innovation, Value for Money and Empowerment.

Cheshire West and Chester Council's Digital, Data and Technology (DDAT) department is looking to recruit an experienced and motivated User Support Lead to deliver effective technical support to users, ensuring all DDAT service users receive a responsive service in terms of service requests, problem, and incident management. The post holder will share a collective responsibility with team managers in the User Experience Function in ensuring the Service Desk, Technical Desktop, Application Management and Business Relationship Management functions provide a coherent, joined up service user experience. This role is a Grade 12, £53,287 - £60,831 (as of April 2024 pay band figures). The closing date for applications is midnight on 1st July 2025.

Responsibilities include:

• Lead and manage a team providing effective first and second line technical support responses to all services across the council
• Ensure an effective response to user requests, issues and incidents within defined response times
• Deliver a progressive, user centred DDAT service which continuously analyses with the wider business how service requests, incident and problem management processes can better meet their needs. Responsible for actively driving out service failure at source to minimize service user disruption.
• Monitoring and managing team performance against defined response times
• Analyse and identify problems and failure demand, identifying actions and solutions in the service to address this
• Responsible for the service’s major incident response planning, coordination and implementation
• Create and maintain procedures which ensure a controlled approach to the installation and configuration of desktop and system software 
• Responsible for service desk operations, ensuring it runs effectively and there are effective processes for workload management, staff cover, training and continuous improvement.
• Ensure the effectiveness of the user/service interface, ensuring problem management works well and service users are effectively communicated with from problem identification to resolution.

The ideal candidate will be educated to degree level or equivalent and have a post-graduate ICT/DDAT qualification and/or extensive professional experience of working in the ICT/DDAT industry. It is essential that you have knowledge of user experience and service desk best practice in a DDAT setting along with knowledge of service desk technologies and best practice. You should have experience of managing service desk, technology desktop functions and of working closely with diverse range of service teams to improve the business/DDAT service interface to continuously improve the DDAT service offer. As this is a management role, experience in leading, inspiring, and developing teams is essential.

For more detailed information on what the role involves and person specification requirements, please review the job profile.

By joining Cheshire West and Chester Council, you will be part of a GOLD Investors in People (IiP) organisation which is focused on building a stronger future where we all play our part in thriving, caring and sustainable communities.

To find out more information about what it is like to work for Cheshire West and Chester Council including our rewards and benefits please see www.cwcrecruitment.co.uk

No candidate will meet every single requirement - if your experience looks a little different from what we've identified and you think you can bring value to the role, we'd love to learn more about you!

Cheshire West and Chester Council are committed to equality and diversity in employment.  Please see the Equality Policy for more information.

Cheshire West and Chester Council have adopted a Local Living Wage for our employees which means that all employees will receive a minimum of £12.60 per hour for all contracted hours.

For any technical enquiries please email Sourcingteam@ecwip.co.uk and quote job reference number in all correspondence.